Improving supply chain performance

Learning outcomes
At the end of this session candidates will be able to: Explain the importance of linking the procurement function with business objectives Describe how the purchasing function can add value to the business Explain how strategic alignment must contain an element of flexibility Evaluate the importance of customer service within the supply chain function Explain the role of the purchasing function in managing supplier relationships Assess the potential for improving the management of supplier relationships Evaluate how leadership style can contribute to improved supplier development Recommend how purchasing should be configured within an organisation.

Learning outcomes
At the end of this session candidates will be able to:
Summarise the importance of establishing key performance indicators for supplier improvement Describe the function of benchmarking internally and externally and its relationship to KPI setting Demonstrate systematically how auditing applies to the procurement function Demonstrate analytically the value of the Kaplan and Norton balanced scorecard model Summarise the consequences of a supplier failing to meet KPI standards Assess the value of supplier selection and performance systems within the organisation Critically assess the impact on business competitiveness of supplier performance systems Give examples from TQM of its contribution to the achievement of business objectives within a competitive world Apply the concept of 6-Sigma to organisational improvement Explain how procurement planning might improve competitiveness.
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and long-term collaborative relationships The introduction of JIT systems The observance of quality standards Implementation of e-procurement systems Financial performance from a total sales perspective.
.Qualitative measures
The process of supplier development.

. role and ethos Flexibility – methods can be changed as circumstances change Continuity – sustainable periods of measurement so that comparisons can be made Comprehension – are they understood by the parties? Credible Cost – should be proportionate.Establishing KPIs
Acceptability – to all parties involved Achievability – realistic standards of performance must be set Appropriateness – relevant to the current work.

Benchmarking
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The control cycle
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courtesy.
. for example Number of innovative suggestions per time period Range of stock-keeping units (SKUs) Mix of SKUs.Measuring relationships
Price against target or against market assessment Rejected parts per thousands/tens of thousands/hundreds of thousands delivered Scrap and re-work costs Number of deliveries arriving within an agreed time window Order lead times Administration costs Levels of service expressed in terms of accessibility. competence.

Common benchmarks of purchasing organisations
Purchase dollars as a percentage of sales dollars Purchasing operating expenses as a percentage of sales dollars Cost to spend a dollar Purchasing employees as a percentage of company employees Sales dollars per purchasing employee Active suppliers per employee Active suppliers per professional purchasing employee Purchasing dollars spent per active supplier Purchasing operating expense dollars per active supplier
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.Common benchmarks of purchasing organisations (continued)
Change in purchase dollars spent with minorityowned suppliers Percentage of dollars spent with women-owned suppliers Percentage of suppliers accounting for 90% of purchase dollars Purchase order cycle time Percentage of purchasing transactions transacted through electronic commerce Percentage of service purchases handled by the purchasing department Percentage of total purchases handled by the purchasing department Average annual training hours per professional purchasing department Percentage of purchase transactions processed via procurement card.

.Stages in benchmarking
Stage 1 Decide what aspects of purchasing or logistics to benchmark Stage 2 Plan the benchmarking project Stage 3 Create a baseline for benchmarking comparisons Stage 4 Decide who to benchmark against Stage 5 How will we collect the information? Stage 6 Analyse the information obtained Stage 7 Use the findings.

Kaplan & Norton – balanced scorecard
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and Pergamon Infolin. These are often a good source of material as they often provide easy information that is also technical.Sources of new & potential suppliers
Catalogues – both paper and electronic.
. Ryland’s. Yellow pages Databases – these have substituted the need for large paper-based reference sections. Kompass. Often used in an emergency. In addition. There are a number of commercial databases dealing with different supply items such as Reuters. Trade directories – such as Kompass. the business support agencies such as Business Link and the Chambers of Commerce have information that may be valuable. and Buyer’s Guide and so on are especially useful for new items or unusual products.

job satisfaction.
. motivation.Contribution of quality systems to supplier development
Quality circles – Reduction of errors and the improvement of quality Problem prevention rather than detection and correction Reduction in product or service costs Improved productivity Increased employee involvement. and commitment Improved teamwork and working relationships Development of employee problem-solving ability.

Contribution of quality systems to supplier development
Re-engineering – examination and change of 5 parts of the business –
Strategy Processes Technology Organisation Culture
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Full understanding of the relationship cost. and Improved management. and the ability to deal more effectively with changes during the contract.
. delivery of service with no compromise on quality. control and Monitoring of contract deliverables.Contribution of quality systems to supplier development
Incentivisation – Lower cost. faster or timelier. Improved management information. the quality of service delivery. Increased service levels. Better utilisation of services. Enhanced achievement of the desired outcome. Greater price stability.

SERVQUAL service dimensions
Reliability – delivery of the service on time and to promise Responsiveness – adaptation to user’s needs Competence Empathy – to the needs of the user Accessibility – can the service be reached when required? Courtesy – are the users valued? Communication – are the users kept informed of the service? Credibility – do they know their job? Security – is the risk managed effectively? Tangibles – do the premises and staff appearance communicate the desired effect?
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.Learning outcomes
At the end of this session candidates will be able to:
Evaluate essential criteria for supplier selection and appraisal Assess the contribution to the function of vendor rating systems Give examples of how vendor rating systems can contribute to overall value of the function Demonstrate the circumstances when supplier switching will be considered Describe the process of new supplier adoption Describe the methods by which external contacts and relationships can be developed to gain market intelligence Evaluate the process for engaging external contacts within the supply market as a source of market intelligence Give examples of specific external information that could be valuable to the procurement business Describe the process of the adoption of a supplier innovation.

Transforming the supply chain
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.Carter’s 10 Cs for supplier selection
Original 7 Cs for supplier selection were:
Competency: all staff. all the time (requires evidence) Capacity: sufficient and flexible Commitment: to quality (quality systems) Control: control of process Cash: sufficient funds for the business Cost: cost/price relationships and total cost of ownership Consistency: consistent production of goods or services (ISO 9000).
Three additional Cs
Culture: compatible with similar values Clean: environmentally sound (conforming with legislative requirements) Communications: the supplier is fully integrated with information and communication technology (ICT).

Attributes of a good supplier
Delivers on time Provides consistent quality Gives a good price Has a stable background Provides a good service backup Is responsive to needs Keeps promises Provides technical support Keeps the buyer informed on progress.
Baily et al (1998)
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ESI
Are we involving suppliers early in product and process development?
Early involvement recognises that competent suppliers have more to offer a purchaser than simply producing an item according to buyerprovided specifications What is the logic behind early supplier involvement? • Expertise • Buy-in • Shared risk • Time.

New product/service development process
1 2 3
Product/ service concept development

. not punishment – focus on jointly solving problems.Enablers of supply chain relationships
Common interest – both parties have a stake in the outcome of the collaboration to ensure ongoing commitment. Mutual help – when addressing supply chain problems or opportunities. Clear expectations – all parties need to understand what is expected of them and the others in the relationship. collaboration will never be accomplished. look for cross company solutions. not looking for someone to blame. Co-operation. Leadership – without a champion. Sometimes this means sharing information that is traditionally considered proprietary and confidential. Openness – collaboration partners must openly discuss their practices and processes.

.Financial benefits of established supply chain relationships
Reduced inventory Improved customer service More efficient use of human resources and Better delivery through reduced cycle times.

Stronger focus on core competencies. Enhanced public image. Improved shareholder value. Competitive advantage over other supply chains. Increased sharing of information. ideas and technology. Stronger emphasis on the supply chain as a whole. Greater trust and interdependence.
.Non-financial benefits of established supply chain relationships
Faster speed to market of new products.

Learning outcomes
At the end of this session candidates will be able to:
Evaluate the effectiveness of supplier performance systems that segment the supply base Describe the importance of effective communications with suppliers Assess how specification issues are effectively communicated Explain the techniques for ensuring compliance with the buyer’s specification.
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.Responsibilities of first-tier suppliers
The management of sub-contractors Adopting a JIT philosophy Customer-dedicated staff who work in conjunction with the design and production team of the supplier Responsibility for warranty and end-user customer claims Research and development into technologies that are being applied to the supplier’s product.

TQM.
.Aims of supplier associations
To improve the abilities of the suppliers especially in techniques such as JIT. SPC and so on To produce uniformity in the supply system To facilitate the flow of information and strategy formulation between the parties To increase trust between the parties To keep suppliers and customers in touch with market developments and therefore aiding the translation of the voice of the customer To enhance the reputation of the customer as someone the suppliers should do business with To increase the length of relations To allow the sharing of development benefits To provide an example to sub-contractors of how to co-ordinate and develop their own suppliers.

World class organisations
Commitment to total quality management Commitment to just-in-time Commitment to total cycle time reduction Multidimensional and integrative strategic plans Supplier relationships Strategic cost management Performance measurements Training and professional development Service excellence Corporate social responsibility Learning Management and leadership A push for world class status requires suppliers of a similar stature.
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Qualities of desirable suppliers
Deliver on key KPIs Competitive prices Quality Lead times A commitment to continuous improvement A commitment to being leaders in their industry in terms of technology and innovation Adaptability and the ability to invest in new areas and technologies.
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Key functions of a specification
It should indicate the fitness for purpose and use It should clearly communicate the requirements of the user or purchaser to the supplier It should provide the basis of what is actually supplied with the purpose. quality and performance stated in the specification Provides evidence in case of dispute as to what the performance standard should have been.
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Presenting a specification – BS7373
Identification – title and so on Issue number Contents list Forward Introduction Scope Definitions Requirements/guidance/methods/statem ents – the main body of the specification Index – cross references References to organisational. national. international standards.
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.Examples of SLAs
Delivery to due date and time Adherence to agreed cost Adherence to agreed reliability standards Adherence to agreed standards of consistency Ability to change in response to changing conditions or requirements Ability to innovate and improve in design or production Quality of service in delivery.

Session 5
Managing costs, improving value and involving suppliers

Learning outcomes
At the end of this session candidates will be able to:
Explain how cost-reduction programmes are a normal part of business strategy Evaluate the techniques for delivery of acceptable price changes Describe how contracts are used to produce price decreases Give examples of how the customer can contribute to cost reductions Assess the importance of introducing tighter stock control systems Describe and evaluate JIT and stockless purchasing models Compare joint performance systems with standard vendor assessments. Explain how more complex feedback systems can improve performance of suppliers Evaluate the effectiveness of supplier risk management.

Discounts
Can be negotiated by buyers as Recognition of prompt payment Quantity discounts, although there is some risk in taking additional quantities if they are to be stored, and this has to be compared with the benefits of possible additional production at marginal costs. If a contract is extended beyond the typical twelve months (subject to acceptable termination or option clauses), it may be possible to secure an additional discount for the longevity of the contract. Discounts for technical breakthrough by the supplier. It would be expected that some of the benefits will be passed down the supply chain. Discounts can be given to intermediaries, where stockists or agents take responsibility for the distribution down the supply chain. Special discounts are possible for seasonal variations in demand, promotional offers, a desire to increase brand recognition or market share.

2005)
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(Doole & Lowe.Opportunities for innovation
Scientific invention Adjusting products to anticipated customer needs Redefining the product so that further market segments are reached Applying existing techniques and technologies in new sectors Eliminating a link in the supply chain Revamping products in mature markets.

.Buyer’s contribution to new product’s success
Quality assurance or defect prevention Value engineering and value analysis Discussion with the design department about the availability and cost of materials Evaluation of cheaper alternative methods Agreement of alternatives when specified materials are not available Importance of buying complete systems rather than individual components Discussions about buying rather than making Building co-makership/designership relationships Creation of an information centre surrounding the design and development.

Variety reduction can make substantial cost savings on the inventory if there is both rationalising and standardisation of components and parts kept in stock.Why manage inventory?
The provision of a quality service to customers The avoidance of overstocking and bottlenecks Keeping costs to a minimum by variety reduction. economical lot sizes and cost analysis of carrying inventories.
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which enables speedy adaptation if the market changes.
.Objectives of Just-in-time (JIT)
Zero defects so that the quality expectations of the customer is exceeded Zero set-up time Zero inventories Zero handling – wherever possible eliminate all non-value added handling Zero lead time – impossible in some industries but the aim is to use small batches of components or assemblies Lot size of one.

.Potential organisational problems caused by JIT
Adequate systems must be in place to allow effective communication down the supply chain Forecasting must not be faulty Suppliers do not always perform to specification Failure to hold any buffer stocks can be a considerable risk. and this includes the class C goods which can on occasions cause major disruption if not available Short life-cycle goods do not fit well with JIT systems because of the pace of change JIT is more suitable with flow production lines rather than batch production It may not always be possible to negotiate the necessary savings with JIT contracts Transportation disruptions are a feature of congested economies.

Responsibilities of first-tier suppliers
The management of sub-contractors Adopting a JIT philosophy Customer-dedicated staff who work in conjunction with the design and production team of the supplier Responsibility for warranty and end-user customer claims Research and development into technologies that are being applied to the supplier’s product.
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Session 6
Doing research and using technology
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Learning outcomes
At the end of this session candidates will be able to: Assess the contribution that research can make to the organisation Give examples of the potential for research into supply markets Demonstrate the link to ongoing research and improvements in logistics Evaluate the potential for major business process improvements in organisations Give examples of improvements to the procurement function Make recommendations for the application of techniques to improve business process performance.
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professional institutions such as the CIPS.Sources of Secondary Data
Catalogues Trade directories Databases The Internet Trade journals Chambers of Commerce Government sources such as the Department of Trade and Industry. Banks Importers The Journal of the European Union Competitors’ annual reports News items Competitors’ promotional material Research centres. consultants. for example universities. the Office for National Statistics.
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The knowledge age
Huge volumes of information now available Managers need to be selective and systematic As data is drawn from multiple sources. needs to be combined and analysed for it to be of value.
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”
.The Management Information System (MIS)
“A system within an organisation that supplies information and communication services and resources to meet organisation needs.

Stages of system development
Business needs analysis Specification of needs Design & development System testing Implementation Acceptance & ‘go live’
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.Criteria for assessing the effectiveness of an IS
Information outputs (the benefits): Relevance to managers’ needs Accurate (or known accuracy) Supports decision making Timeliness Costs involved in running and maintaining the system.

Preparation and presentation of research findings and recommendations Source: Wilson. Collection of primary data 6. A .The marketing research process
1. Analysis of data 7. Selection of research agency/provider 3b. Formulation of research needs/ brief 3a. Identification of problems and opportunities 2.2003
. Collection of secondary data 5. Creation of research design/choice of method
4.

Research brief
Background – • the organisation. its products and its markets Rationale – • Origin and development of research needed • Decision areas to be addressed by research Objectives – • Definition of areas of problem/opportunity to be explored Outline of possible method Reporting and presentational requirements Time scales.
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.Qualitative methods
Used mainly for – • Exploratory research • New product development research • Creative development research Depth interviews Group discussions Projective techniques.

Benefits of e-business
The potential to be available on a 24-hour basis – the timeless availability of information may be critical to business operations. Allows for the aggregation of information from several sources and permits access from a single point of contact Collects information on all products throughout the supply chain process Allows managers to track transactions through audit trails and seek areas of greatest efficiency and cost savings Enables the business to customise its information flows Allows collaboration with supply chain partners and helps to manage risk and uncertainty.
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The growth of collaborative relationships has transformed ERP into ERPII as the whole supply chain becomes involved and the system has moved from an internal system to an open webbased system. includes Manufacturing Resource Planning (MRPII). Advanced Planning and Scheduling (APS) Customer focussed process including Customer Relationship Management (CRM) The provision of internal employee services through the intranet.Examples of automated systems
Production focussed processes which include electronic links with suppliers. Enterprise Resource Planning (ERP).
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. delivery.as a result of operational efficiencies through the reduction of search and process management.because of the greater access to suppliers through the automated systems.in terms of ordering. Quality improvements -. improvements in warehousing and distribution logistics. Speed and efficiency -. reductions in inventory levels. Integrates systems such as those used by major retailers enable goods to be re-ordered from the cash till of the retailer.Benefits of procurement software
Cost reduction -. and information flow that assists demand forecasting.

Level two: Database access Data-entry forms Status enquiries and purchases can be made via the Internet Data on suppliers and problem reports.range of organisations in different market segments Supplier marketplaces .controlled by a particular supplier. file transfers and browsing. There has been some development of commercial e-marketplaces: Vertical e-marketplaces .
.Levels of electronic commerce
Level one: One-way communication Email.specific industry Horizontal marketplaces . Internet sites to match buyers and sellers.

Sylvia Codling
9.4
.What is Benchmarking?
Analysis of your current position Identification of others who are performing better than yourself Learning how they achieve that performance Adapting your methods and practices to reflect what has been learned Implementation of change to achieve similar or superior performance
Benchmarking.

What do we need to be good at? 2. What would significantly improve profitability?
9.What to benchmark
Three important questions 1. What would significantly improve customer satisfaction? 3.5
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Session 7
Negotiation
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Learning outcomes
At the end of this session candidates will be able to:
Describe the negotiation process in commercial situations Compare and contrast different approaches to negotiation Identify cultural issues that would have to be taken into account in international transactions Assess examples of approaches that maximise the reward in negotiation Assess the risk in negotiations Design a negotiation campaign in line with business strategy Apply negotiating tactics to specific organisational objectives Relate negotiating strategies with ethical policy.
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Steps to making negotiation easier
Paying attention to preparation Structuring the negotiation Managing the time-line Managing the information exchange Understanding the process taking place and the way that process links to other processes.
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Considerations in planning
The supply market in terms of:
Competition Growth Geography Power
The procurement decision in terms of:
Purchasing risk Complexity
The relationship between the parties in terms of:
History and time-line The skill base of the negotiating parties
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did we handle the situation well?
.Post-negotiation evaluation
How good was our preparation? Were our entry and exit points realistic? Did we follow and achieve our MILs? (MustIntend-Like) Did we make too may concessions? Did we maintain relationships? Did we close correctly and at the right time? Are all parties happy with the deal? Did the team perform well – if not. what did we do wrong? How did we perform in the face-to-face sense.

Ethics for purchasing
Purchasing staff are the representatives of the organisation in its dealings with suppliers Sound ethical conduct in dealing with suppliers is essential to the creation of long-term relationships and the establishment of supplier goodwill Purchasing staff are probably more exposed to the temptation to act unethically than most other employees It is impossible to claim professional status for purchasing without reference to a consideration of its ethical aspects.
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.CIPS Code of Conduct
The general benefits of having a code are the following: It provides guidance as to the cultural values of the business and the expected style of managers and employees It signals expectations of proper conduct to those dealing with the organisation It nurtures a business environment of open communications which is essential in building the sort of relationships necessary for flexible supplier response It prevents possible legal proceedings.

Learning outcomes
At the end of this session candidates will be able to: Assess the contribution of transactional analysis to negotiating styles Evaluate the psychology behind game theory Explain the techniques behind influencing skills Describe the importance of developing relationships within the organisation Give examples of how inter-organisational relationships can be meaningfully developed Explain the theory behind the establishment of collaborative and partnership agreements with suppliers Describe how a sound negotiating and influencing style can contribute to positive supplier relationships Demonstrate how skilled and effective negotiating can influence the outcome of minor disputes between suppliers Describe how a sound negotiating and influencing style can contribute to positive supplier relationships Give examples of how outside agencies can contribute to dispute resolution
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. All need to agree: Why they want to do something With whom What they are going to do By when Any fees. payment or exchanges there will be.Contractual approach
Transactional analysis is a contractual approach.

BATNA
Best Alternative to Negotiated Agreement Also known as ‘Fallback’
MIL
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none of which might have been intended by any of them. It is the mathematical theory of bargaining.Game theory
Definition – Game theory is the study of the ways in which strategic interactions among rational players produce outcomes with respect to the preferences (or utilities) of those players.
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Game theory
In many situations. you will have to determine your strategy without knowledge of what your rival is doing at the same time
Product design Pricing and marketing some new product Contract negotiation
Even if the moves are not literally taking place at the same moment. if your move is in ignorance of your rival’s. the game is classed as a ‘simultaneous game’.
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which will be awarded to the low bidder There is a cost to preparing a bid Firm 1 chooses its bid followed by firm 2 Clearly it pays to go second and undercut the bid of the first firm.Game theory – first move always an advantage?
Example: Procurement contracts:
Two firms are bidding for a procurement contract.
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fingers stroking face . no compromise.interested.interested.interested in what you are saying
(Baily et al)
.confidence Stroking nose regularly avoiding eye contact may be lying Good eye contact. not telling the truth Arms folded.Body language
Leaning forward when making a point . warming towards your comments Looking at a watch or window . body turned away .wants to leave or avoid any further discussion Hands supporting head and leaning back .defensive.may be embarrassed. not interested Body turned towards you. leaning forward . wants to emphasise a point Avoiding eye contact .

respond to pressure and achieve goals and objectives Establish rapport and gain buy-in. and commitment Motivate others to ‘do more with less’ Dissolve or overcome resistance Create positive partnerships critical for success in the future.
. support.Influencing skills
Good influencers can – Work collaboratively in changing environments.

.Collaborative working
Collaborative working tools Communities of practice Service level agreements Training.

experience and tools about an area of common interest. an industry or a segment of a production process.
. This could be:
A professional discipline such as production engineering A skill such as machine repair A topic such as a technology.Communities of practice
Communities of practice share information. insights.

if one party feels they are being exploited Future cooperation may suffer.
.Dealing with conflict
Conflict can be a problem: If it becomes disruptive If it takes away time and energy from the real task at hand Altered judgment if emotions run high Loser effects.

Understanding the context of a negotiation
The supply market in terms of: Competition Growth Geography Power: Who owns the suppliers? What level of turnover do the suppliers have? What is their financial status? What proportion of their turnover does this contract represent?
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and level of expenditure? Complexity: • How complex is the good or service that is being purchased?
.Understanding the context of a negotiation (continued)
The procurement decision in terms of: Purchasing risk: • What is the nature of the purchase you are making in terms of its level of risk.

.Learning outcomes
At the end of this session candidates will be able to:
Assess the contribution to business efficiency of improved information and knowledge systems Show diagrammatically models of communication flows and the reduction of 'noise' Give examples of how computer technology contributes to speedier business solution flows internally and externally Evaluate the contribution of knowledge sharing to the long-term benefit of the business.

Achieving a competitive advantage through knowledge
Knowledge is contained in an organisation’s human capital When an employee leaves the organisation their knowledge leaves with them Knowledge management seeks to create a system for sharing knowledge and storing it for future use Explicit knowledge can be captured and protected – patents and copyright Tacit knowledge is more difficult to manage.
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Knowledge management
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capacity and potential bottlenecks The removal of waste needs good communication systems.
.Adding value throughout the supply chain
Innovation which requires all those in the supply chain as well as the specialists within the organisation to be able to relate scientific discoveries with customer demands and expectations Quality involves everyone in the supply chain playing their part and understanding its importance to customer value and cost reduction Delivery requires everyone communicating about orders.

Make the message meaningful and significant with careful selection of words. 1988)
Relevancy -.Coding a message
(Heltriegel & Slocum.Put the message in the simplest possible terms. reducing the number of words.
.Organise the message as a series of points to aid understanding Repetition --Restate the key parts of the message at least twice Focus --Concentrate on the essential aspects of the message. symbols and gestures Simplicity -. symbols or gestures Organisation -.

monitoring and control of organisational operations Explain the contribution of ICT to specific operational advances within the supply chain.Learning outcomes
At the end of this session candidates will be able to:
Explain the importance of sophisticated extranets as an aid to information flows Give examples from organisational life of e-sourcing and e-ordering Assess the value to the efficiency of the organisation of automated payment and accounting systems Determine the contribution of technology to planning. Specify areas of ICT contribution to knowledge management Explore the rationale for joint development of systems with suppliers.
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Features of an extranet
The use of internet technologies and standards The use of web browsers Security Central server/repository.
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.benefits
Improved information flow and service Reduced transaction costs Increased speed and efficiency Removal of ‘maverick’ purchases made outside the organisational contractual arrangements The ability to aggregate purchasing across the organisation.E-procurement .

where several networks can be connected together Exchanges.E-procurement – key elements
E-procurement now accounts for a significant amount of MRO (maintenance. vertical or horizontal e-markets. repair and operating systems). Hubs. two-way communication between buyers and suppliers and allow for improved vendor relationships through improved vendor services and information to purchasers E-auctions Reverse auctions. either supplier/purchaser owned or neutral E-catalogues facilitate real-time. a B2B website where buyers and sellers meet to transact business Marketplaces.
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